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Internet drop issue - multi times a day

Regular Visitor

Internet drop issue - multi times a day

I have internet signal drop issue and many times a day. It will reconnect within 30 seconds. I have the modem log in below. Try to contact comcast support which could not able to figure out what's going on. I changed to new modem & router  and signal keep dropping. Try to connect the coaxial

cable to modem before any split with singl computer,  signal keep drop. Is anyone know how to fix it?  Thanks.

Looking for higer speed upgrade after this issue fixed.

Time Priority Description
2019-09-15, 20:33:34 Warning (5) Dynamic Range Window violation
2019-09-15, 20:33:34 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CM-QOS=1.1;CM-VER=3.1;
2019-09-15, 20:33:34 Warning (5) Dynamic Range Window violation
2019-09-15, 20:33:34 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CM-QOS=1.1;CM-VER=3.1;
2019-09-15, 20:33:34 Warning (5) Dynamic Range Window violation
2019-09-15, 20:33:34 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CM-QOS=1.1;CM-VER=3.1;
2019-09-15, 20:33:32 Warning (5) Dynamic Range Window violation
2019-09-15, 20:33:32 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CM-QOS=1.1;CM-VER=3.1;
2019-09-15, 20:33:32 Warning (5) Dynamic Range Window violation
2019-09-15, 20:33:32 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CM-QOS=1.1;CM-VER=3.1;

 

NETGEAR Modem CM1100 192.168.100.1 1/1 Time Priority Description

2019-09-12, 19:02:32 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 timeout;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CMQOS=1.1;CM-VER=3.1;

2019-09-12, 19:02:31 Warning (5) Dynamic Range Window violation

2019-09-12, 19:02:31 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CMQOS=1.1;CM-VER=3.1; 2019-09-12, 19:02:31 Warning (5) Dynamic Range Window violation

2019-09-12, 19:02:31 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CMQOS=1.1;CM-VER=3.1;

2019-09-12, 19:02:21 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 timeout;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CMQOS=1.1;CM-VER=3.1;

2019-09-12, 19:02:20 Warning (5) Dynamic Range Window violation

2019-09-12, 19:02:20 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTSMAC=00:cc:fc:60:1e:41;CM-QOS=1.1;CM-VER=3.1;

2019-09-12, 19:02:20 Warning (5) Dynamic Range Window violation 2019-09-12, 19:02:20 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTSMAC=00:cc:fc:60:1e:41;CM-QOS=1.1;CM-VER=3.1;

2019-09-12, 19:02:20 Warning (5) Dynamic Range Window violation

2019-09-12, 19:02:20 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTSMAC=00:cc:fc:60:1e:41;CM-QOS=1.1;CM-VER=3.1;

2019-09-12, 19:02:20 Warning (5) Dynamic Range Window violation 2019-09-12, 19:02:20 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=3c:37:86:eb:f1:48;CMTSMAC=00:cc:fc:60:1e:41;CM-QOS=1.1;CM-VER=3.1;

2019-09-12, 19:02:15 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 timeout;CM-MAC=3c:37:86:eb:f1:48;CMTS-MAC=00:cc:fc:60:1e:41;CMQOS=1.1;CM-VER=3.1;

 

[20:02:03] Reply from 75.75.75.75: byte=1 time=10ms TTL=59

[20:02:04] Reply from 75.75.75.75: byte=1 time=10ms TTL=59

[20:02:05] Reply from 75.75.75.75: byte=1 time=10ms TTL=59

[20:02:06] Reply from 75.75.75.75: byte=1 time=9ms TTL=59

[20:02:07] Reply from 75.75.75.75: byte=1 time=9ms TTL=59

[20:02:08] Request Timed Out. [20:02:09] Request Timed Out.

[20:02:10] Request Timed Out. [20:02:11] Request Timed Out.

[20:02:12] Request Timed Out. [20:02:13] Request Timed Out.

[20:02:14] Request Timed Out. [20:02:15] Request Timed Out.

[20:02:16] Request Timed Out. [20:02:17] Request Timed Out.

[20:02:18] Request Timed Out. [20:02:19] Request Timed Out.

[20:02:20] Reply from 75.75.75.75: byte=1 time=27ms TTL=59

[20:02:21] Reply from 75.75.75.75: byte=1 time=9ms TTL=59

[20:02:22] Reply from 75.75.75.75: byte=1 time=28ms TTL=59

[20:02:23] Reply from 75.75.75.75: byte=1 time=8ms TTL=59

[20:02:24] Reply from 75.75.75.75: byte=1 time=27ms TTL=59

 

Expert

Re: Internet drop issue - multi times a day

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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Regular Visitor

Re: Internet drop issue - multi times a day

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 483000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 5 483000000 Hz 1.5 dBmV 41.3 dB 3560684467 12389 15274
2 Locked QAM256 6 489000000 Hz 1.6 dBmV 41.3 dB 3559585224 12195 15368
3 Locked QAM256 7 495000000 Hz 1.7 dBmV 41.4 dB 3559588064 12359 15303
4 Locked QAM256 8 507000000 Hz 1.5 dBmV 41.2 dB 3559591735 12025 15138
5 Locked QAM256 9 513000000 Hz 1.6 dBmV 41.3 dB 3559596156 12047 14820
6 Locked QAM256 10 519000000 Hz 1.3 dBmV 41.1 dB 3559600176 11813 14771
7 Locked QAM256 11 525000000 Hz 1.4 dBmV 41.1 dB 3559603915 11870 14560
8 Locked QAM256 12 531000000 Hz 1.5 dBmV 41.1 dB 3559608458 11706 14547
9 Locked QAM256 13 537000000 Hz 1.3 dBmV 41.1 dB 3559637660 11617 14491
10 Locked QAM256 14 543000000 Hz 1.4 dBmV 41.1 dB 3559640140 11794 14441
11 Locked QAM256 15 549000000 Hz 1.5 dBmV 41.2 dB 3559645929 11311 14281
12 Locked QAM256 16 555000000 Hz 1.2 dBmV 40.9 dB 3559649171 11617 14243
13 Locked QAM256 17 561000000 Hz 1.3 dBmV 40.8 dB 3559652922 11375 14668
14 Locked QAM256 18 567000000 Hz 1.4 dBmV 40.8 dB 3559657346 11122 14418
15 Locked QAM256 19 573000000 Hz 1.1 dBmV 40.6 dB 3559661411 11075 14111
16 Locked QAM256 20 579000000 Hz 1.0 dBmV 40.6 dB 3559664502 10935 14052
17 Locked QAM256 21 585000000 Hz 1.0 dBmV 40.7 dB 3559708595 10935 13829
18 Locked QAM256 22 591000000 Hz 0.8 dBmV 40.6 dB 3559710537 10858 13723
19 Locked QAM256 23 597000000 Hz 0.6 dBmV 40.6 dB 3559715068 10837 13679
20 Locked QAM256 24 603000000 Hz 0.6 dBmV 40.6 dB 3559720024 10727 13408
21 Locked QAM256 25 609000000 Hz 0.4 dBmV 40.6 dB 3559724001 10734 13515
22 Locked QAM256 26 615000000 Hz 0.1 dBmV 40.3 dB 3559727722 10697 14028
23 Locked QAM256 27 621000000 Hz 0.3 dBmV 40.5 dB 3559731306 10617 13576
24 Locked QAM256 28 627000000 Hz 0.3 dBmV 40.3 dB 3559735643 10527 13711
25 Locked QAM256 29 633000000 Hz 0.1 dBmV 40.4 dB 3559739147 10407 13833
26 Locked QAM256 30 639000000 Hz 0.0 dBmV 40.4 dB 3559744301 10122 13119
27 Locked QAM256 31 645000000 Hz 0.0 dBmV 40.4 dB 3559745860 10330 14219
28 Locked QAM256 32 651000000 Hz 0.2 dBmV 40.1 dB 3559752419 9961 13629
29 Locked QAM256 33 657000000 Hz 0.1 dBmV 40.2 dB 3559755241 9922 13169
30 Locked QAM256 34 663000000 Hz -0.7 dBmV 39.9 dB 3559759137 9650 13269
31 Locked QAM256 35 669000000 Hz -0.1 dBmV 39.9 dB 3559761591 9476 12989
32 Locked QAM256 36 675000000 Hz -0.1 dBmV 39.0 dB 3559762795 9406 12664

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 35700000 Hz 36.3 dBmV
2 Locked ATDMA 2 29200000 Hz 35.8 dBmV
3 Locked ATDMA 3 22700000 Hz 37.3 dBmV
4 Locked ATDMA 4 16200000 Hz 36.8 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 255 159 690000000 Hz 0.9 dBmV 38.0 dB 1246 ~ 2849 21168969222 15362702409 37
2 Not Locked 0, 255 0 0 Hz 2.2 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV
Regular Visitor

Re: Internet drop issue - multi times a day

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Startup Procedure

Downstream Bonded Channels

Starting Frequency

483000000

Procedure

Status

Comment

Acquire Downstream Channel

483000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enable

BPI+

IP Provisioning Mode

Honor MDD

IPv6 only

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR / MER

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

QAM256

5

483000000 Hz

1.5 dBmV

41.6 dB

7225413

30

116

2

Locked

QAM256

1

459000000 Hz

1.6 dBmV

41.5 dB

6066771

14

71

3

Locked

QAM256

2

465000000 Hz

1.3 dBmV

41.4 dB

6070705

19

63

4

Locked

QAM256

3

471000000 Hz

1.6 dBmV

41.2 dB

6074334

13

69

5

Locked

QAM256

4

477000000 Hz

1.8 dBmV

41.6 dB

6077737

16

66

6

Locked

QAM256

6

489000000 Hz

1.6 dBmV

41.5 dB

6082519

17

64

7

Locked

QAM256

7

495000000 Hz

1.7 dBmV

41.4 dB

6086313

12

71

8

Locked

QAM256

8

507000000 Hz

1.5 dBmV

41.5 dB

6089858

11

79

9

Locked

QAM256

9

513000000 Hz

1.7 dBmV

41.6 dB

6093558

14

79

10

Locked

QAM256

10

519000000 Hz

1.5 dBmV

41.4 dB

6097444

17

65

11

Locked

QAM256

11

525000000 Hz

1.6 dBmV

41.3 dB

6101063

13

64

12

Locked

QAM256

12

531000000 Hz

1.7 dBmV

41.3 dB

6104840

18

63

13

Locked

QAM256

13

537000000 Hz

1.5 dBmV

41.4 dB

6108317

16

59

14

Locked

QAM256

14

543000000 Hz

1.7 dBmV

41.4 dB

6112144

15

60

15

Locked

QAM256

15

549000000 Hz

1.7 dBmV

41.4 dB

6115766

12

66

16

Locked

QAM256

16

555000000 Hz

1.6 dBmV

41.3 dB

6119473

16

62

17

Locked

QAM256

17

561000000 Hz

1.7 dBmV

41.2 dB

6123333

12

74

18

Locked

QAM256

18

567000000 Hz

1.8 dBmV

41.2 dB

6127060

15

70

19

Locked

QAM256

19

573000000 Hz

1.6 dBmV

41.0 dB

6130711

13

67

192.168.100.1

1/2

2019/8/28 NETGEAR Modem CM1100

20

Locked

QAM256

20

579000000 Hz

1.4 dBmV

40.9 dB

6134426

9

74

21

Locked

QAM256

21

585000000 Hz

1.5 dBmV

41.1 dB

6138287

15

55

22

Locked

QAM256

22

591000000 Hz

1.4 dBmV

41.2 dB

6142081

12

61

23

Locked

QAM256

23

597000000 Hz

1.2 dBmV

41.1 dB

6145578

11

58

24

Locked

QAM256

24

603000000 Hz

1.3 dBmV

41.2 dB

6149122

10

63

25

Locked

QAM256

25

609000000 Hz

1.1 dBmV

41.1 dB

6153262

11

65

26

Locked

QAM256

26

615000000 Hz

0.8 dBmV

41.0 dB

6156866

17

65

27

Locked

QAM256

27

621000000 Hz

1.0 dBmV

41.0 dB

6160334

16

63

28

Locked

QAM256

28

627000000 Hz

0.9 dBmV

40.9 dB

6166241

16

53

29

Locked

QAM256

29

633000000 Hz

0.7 dBmV

41.0 dB

6169850

15

64

30

Locked

QAM256

30

639000000 Hz

0.7 dBmV

40.8 dB

6173514

19

55

31

Locked

QAM256

31

645000000 Hz

0.6 dBmV

40.8 dB

6174165

18

58

32

Locked

QAM256

32

651000000 Hz

1.0 dBmV

40.8 dB

6174134

13

54

 

Upstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

1

Locked

ATDMA

1

35700000 Hz

41.3 dBmV

2

Locked

ATDMA

2

29200000 Hz

46.3 dBmV

3

Locked

ATDMA

3

22700000 Hz

44.3 dBmV

4

Locked

ATDMA

4

16200000 Hz

41.8 dBmV

5

Not Locked

Unknown

0

0 Hz

0.0 dBmV

6

Not Locked

Unknown

0

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Hz

0.0 dBmV

Downstream OFDM Channels

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

SNR / MER

Active Subcarrier Number Range

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

0, 255

159

690000000 Hz

1.6 dBmV

37.3 dB

1246 ~ 2849

16153523

11929349

0

2

Not Locked

0, 255

0

0 Hz

-0.6 dBmV

0.0 dB

0 ~ 4095

0

0

0

 

Upstream OFDMA Channels

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

1

Not Locked

Unknown

0

0 Hz

0 dBmV

2

Not Locked

Unknown

0

0 Hz

0 dBmV

Current System Time: Wed Aug 28 22:21:55 2019

Expert

Re: Internet drop issue - multi times a day

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Regular Visitor

Re: Internet drop issue - multi times a day

Hi EG Expert,

Thanks for your help. The signal drop is intermittently, it's hard to get the S/N signal data just at the moment when signal drop. Thanks for your escalation and I looking forward to see the reply on the connection problem.  I could provide more snap shot or log data if necessary.

 

Thanks

 

 

Official Employee

Re: Internet drop issue - multi times a day

Hi @shen0110! Thank you for using the Xfinity Forums to make us aware of the intermittent connection issues. I'd be happy to investigate further and help start the process if getting this resolved. Can you please send a private message including the full name as it appears on the account and your full name if different? To send a Private Message, please click "Comcast_Support” and click “send a message".


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!